The New Lilly

Ok, I give.
How did you disable the TouchStick and its buttons for a single user? Interesting.
Yeah, it seems to work, but I haven’t yet had time to figure out what you
did. The only rub about it is that it’s tied to a user named Royall. Ok,
but I have a lot of computers networked, and I long ago standardized on a
username of Scott as part of the shared credentials. That keeps life simple. Oh
well, it takes days to load an account with what all I need, and I’ve already
started on Royall. Still, I need to know what you did to the TouchStick.

 

Other
than that, I don’t yet have any real thoughts on the E6500. It seems to
be handling its “boot camp” well though.

 

Advertisements

RE: Intuit Online Payroll Case 1666792: The web pages show that my 8/15 payroll …

I realize that most of your users have little or no computer experience so you
naturally tend to treat them very simply. However, I have a Computer Science
degree and 14 years of application development experience. I think it’s safe
to say that I grasp the fundamentals of your Online Payroll system. My
experience also tells me that most failures can be traced back to a change
that was not correctly recorded in the system. I’m going to hold your hand and
walk you through an entire month of on-going issues I have endured with your
online system so that you can see the completely messy picture.

First, the 7/15 payroll processed normally, and there have been zero changes
in the employee records since then. That means your whole discussion of
checkboxes for direct deposit is meaningless, because the employee information
has not been changed in months.

Second, on or about 7/18, I informed your system of a change in the source
bank for direct deposit. I dutifully saved the change, but I thought it
strange that your system made no effort to validate the new bank account. I
entered the 7/31 payroll on or about 7/28, and received no notification of any
problem. It wasn’t until 8/8 that I received email to the effect that my
Online Payroll account had been locked because Intuit hadn’t received
reimbursement from the source bank. After spending numerous hours with various
Intuit representatives over three days, we determined that your system
attempted to draw from the old bank account which no longer existed. I ended
up having to drive my wheelchair to my new bank and wire transfer the
reimbursement just to get the payroll account unlocked. The system then
successfully validated the new bank account, and your people assured me there
would be no further problem. Obviously, they were wrong.

I entered the 8/15 payroll on 8/11, and your system appeared to accept it
routinely. In fact, the front-end web pages for my so-called company on your
Online Payroll system still absurdly claim that the 8/15 payroll was processed
normally even though you clearly acknowledge that it wasn’t. It seems to me
that you have my front-end and back-end records out of sync, and the only way
to assure proper re-synchronization is by you manually deleting my account
completely and then rebuilding it by hand. Perhaps the pain of doing that
would help you to understand that the problem was not on my end.

To be clear, I only use your service because I have to. I must have
caregivers, and they expect direct deposit. Also, Uncle Sam expects his
information in very precise W2 format regardless of my inability to write.
since July was the end of my free six months introduction after switching from
the dreadful QuickBooks, I should think the least you should do is extend my
free period another six months out of embarrassment. My blog readers will be
watching.
> —–Original Message—–
> From: Intuit Online Payroll [mailto:serviceconsulting@quickbooks.com]
> Sent: Tuesday, August 25, 2009 08:43
> To: royall@conchbbs.com
> Subject: Intuit Online Payroll Case 1666792: The web pages show that my 8/15
> payroll …
>
> Good Morning Scott,
>
> The response you sent to Johnny that came in after hours was placed into the
> contact
> channel this morning. Since Johnny is not in the office at this time please
> allow me to be
> of assistance.
>
> You will want to go to the Paycheck Tab and in the Recent Paychecks Section
> click on
> one of the checks that you are stating you submitted for Direct Deposit
> Processing. At
> the top of this check there should be a box that says Use Direct Deposit.
>
> If there is not a check mark in this box that means that this paycheck was
> not created as
> a Direct Deposit Paycheck which is why it was not able to be submitted for
> Direct
> Deposit Processing.
>
> If there is a Check Mark in this box that means that although you did mark
> that this
> check was a Direct Deposit Paycheck that you did not click on the Save and
> Send Button
> in order to actually send the paycheck for Direct Deposit Processing.
>
> The Direct Deposit Manager that we have is directly synced to your IOP
> Subscription and
> if the Save and Send or Send Payroll for Direct Deposit option had been
> pressed then an
> automatic update of that information would have been sent into our system
> and the
> payroll would have been processed for Direct Deposit. It shows that at this
> time in the
> system that this step was not done which is why the payroll was not sent for
> Direct
> Deposit Processing.
>
> To ensure that this does not happen in the future you will want to make sure
> that when
> you are creating paychecks for Direct Deposit that you are checking off the
> Use Direct
> Deposit Box and then select Save and Send in order to Save the information
> that you
> have entered for that employees check and then actually submit that
> information that
> you saved for Direct Deposit Processing.
>
> I also noticed in your original contact request that was submitted you
> stated you preferred
> email based communications. I am actually a Chat Support Representative. You
> may find
> that it is easier to contact that chat support channel as you can receive
> immediate text
> based communications and your questions are then addressed at that time
> instead of
> awaiting an email.
>
> You can submit a chat contact request by going to the support link in the
> bottom right
> hand corner of your Intuit Online Payroll Product. Clicking on the Contact
> Us Tab enter
> in your question and contact information and then clicking on the grey
> button for Step 2
> then clicking on the Chat Now Button. A majority of the issues that
> customers run into
> are able to be handled in the chat support channel. If you would like you
> can request to
> chat with me directly if I am here.
>
> Hopefully this answers your question regarding what occurred with the
> payroll you
> created in your product but that was not sent for Direct Deposit Processing.
>
> Ebony De La Torre
> Intuit Online Payroll
> http://www.payroll.com/support/index.html
>
> ________________________________________
> For your reference, this email refers to the following case:
> Case ID: 1666792
> Question: The web pages show that my 8/15 payroll was processed, but it was
> not. My
> bank account was not debitted and my employees were not paid. We have to
> find out
> why, and insure that it never happens again.
>
> My company name is Donald Scott Royall.
>
> I’m disabled and don’t answer calls. Use email.
>
> Reply directly to this email to send any correspondence for this case.
> Please do NOT
> change the TO and SUBJECT field of the email.

Getting Dell’s Attention

Rich,

 

This particular discussion is now entering my blog. As you can
see, your thoughts on Democrats in Travis county have been appropriately
snipped.

 

I must empathically disagree with you that my history with Dell
has any impact in my initial contacts with the escalation email address. In that
first round of emails, the respondents cannot know me from Bullfoot, but they respond
in a few hours with apparent interest. Certainly, my long relationship with
Dell matters, but only after the respondent has dug into my case. The first reply
of interest and concern is more a function of manning that escalation email account
(which I’ll reveal in a second).

 

The existence of that address in itself says that my situation isn’t
unique. There are other Dell customers with problems that warrant major
escalation. After all, one Dell employee said he routinely completed Latitude
orders for disabled veterans on their Dell Preferred Accounts. Why was my order
any different? I don’t know how long you’ve been with Dell, but
they blew their own leg off at the beginning of the decade when they outsourced
most of their phone banks overseas. The service experience in particular became
a toilet in Panama City or New Deli. Even today, I frequently hear the
reaction, “ew, it’s a Dell.” That’s a bit unfair as
things have improved, but there’s a good reason why my hardware support
flows through you. In any event, the continued existence of the escalation
email address shows that your big boss knows there are still problems.

 

So, what’s the magical address? Just think like me for a
second and it’ll come to mind. Remember that I have no qualms about going
to the top if I must. Yep, exactly. Michael_dell@dell.com.
It should maybe be stenciled on every Dell product.

 

Scott

 

From:
Richard_Bernier@Dell.com [mailto:Richard_Bernier@Dell.com]
Sent: Wednesday, August 19, 2009 15:13
To: royall@conchbbs.com
Subject: RE: Such a Deal

 

Upon thinking about your
question, I can’t answer that appropriately. 

 

The only thing that I can say is
that your case was unique.  You are a long standing customer with DFS and
Dell Inc.  Someone that reads your blog will probably not obtain the
results you did. 

 

Richard Bernier
Dell Social Media Group

Dell Inc.
800-822-8965 Ext. 726-8859 | Richard_Bernier@dell.com
Got twitter? You can
contact me right now.

Read my blogs at Direct2Dell

Doing good or needing
improvement, either way you can contact my manager
geoffrey_knox@dell.com

 

From: Scott Royall
[mailto:royall@conchbbs.com]
Sent: Wednesday, August 19, 2009 2:23 PM
To: Bernier, Richard
Subject: RE: Such a Deal

 

Uh, no, I was referring to the rigmarole we had to go through to
get this order. I don’t really care about your political views in terms
of my blog. What I do care about is the fact that the order went through only
because I happened to know the escalation email address.

 

From: Scott Royall
[mailto:royall@conchbbs.com]
Sent: Tuesday, August 18, 2009 3:51 PM
To: Bernier, Richard
Subject: Such a Deal

 

Well, we
finally won; my E6500 is being built as we type. But, this is the first time I
had to fight to get the laptop I selected! When did the Democrats invade Dell?
J
I’m teasing, but barely, given your close proximity to Austin.

 

                                                                                    

Such a Deal

Well, we
finally won; my E6500 is being built as we type. But, this is the first time I had
to fight to get the laptop I selected! When did the Democrats invade Dell?
J
I’m teasing, but barely, given your close proximity to Austin.

 

                                                                                    

RE: Dell Order

Andre,

 

Thank you for your time, but I contacted the Executive Escalation
Team. I’m now officially “off the reservation” shopping with
the big boys again.

 

Scott

 

From:
Andre_Fuqua@Dell.com [mailto:Andre_Fuqua@Dell.com]
Sent: Friday, August 14, 2009 11:08
To: royall@conchbbs.com
Cc: Richard_Bernier@Dell.com
Subject: RE: Dell Order

 

The system that I had in mind
would be the studio xps 16, take a look into that system.  I think that
system would meet and exceed all of your expectations.

 

 

From: Scott Royall
[mailto:royall@conchbbs.com]
Sent: Monday, August 10, 2009 8:56 PM
To: Fuqua, Andre; Bernier, Richard
Subject: RE: Dell Order

 

You are nothing if not persistent. Very well. Does your favorite
system have a magnesium body? In truth, magnesium isn’t a core
requirement, but it’s an indicator of how Latitudes are built. The
closest consumer line item in recent history was the M1710. It had great reliability,
and I still have one. However, the M17xx is simply too large and power-hungry.

 

Take your favorite system and max it out. That will give you a
starting point. The only hardware component I don’t bother maxing out is
the CPU itself, and that’s because anything over 2.2 GHz is wasted on
current software. That means 4 GB memory, highest capacity (250 GB minimum)
hard-drive, discreet graphics (preferably Nvidia), and compatibility with the
series “D” power adapter.

 

Yet, that doesn’t really tell the story. There are a bunch
of requirements around the physical layout of the laptop. A full-sized keyboard
is a must. The screen needs to be 15” with resolution of 1400 x 900.
Additionally, the ports need to be in certain places, and the bottom has to be
relatively flat. The latter is because the laptop will be held in place with
industrial Velcro. In fact, I’ll need a full set of pictures of the
laptop to judge its suitability.

 

Vibration resistance is critical for anything on my wheelchair,
as is rain resistance. You’ll say, “laptops shouldn’t be
rained on,” but neither should people. Bad things are going to sometimes
happen, and a closed laptop should resist rain. (That is one of the few
strengths of the M1530; the closed lid has two grooves that act as miniature
rain gutters.)

 

Bluetooth and 802.11n are mandatory, Verizon EVDO highly
recommended.

 

From:
Andre_Fuqua@Dell.com [mailto:Andre_Fuqua@Dell.com]
Sent: Monday, August 10, 2009 16:44
To: royall@conchbbs.com; Richard_Bernier@Dell.com
Subject: RE: Dell Order

 

We do have a couple of systems
that rival that system especially our new studio xps systems along with a
couple of studio systems that meet that criteria.  Plus, I’m looking
to know the actual specs and components that you are looking for on the
system.  I mean with your dpa account we can diffidently get you a system
that meets your needs, just let me know so that I can look further into this
issue.

 

From: Scott Royall
[mailto:royall@conchbbs.com]
Sent: Monday, August 10, 2009 2:28 PM
To: Fuqua, Andre; Bernier, Richard
Subject: RE: Dell Order

 

CONSTRUCTION QUALITY!

 

From:
Andre_Fuqua@Dell.com [mailto:Andre_Fuqua@Dell.com]
Sent: Monday, August 10, 2009 14:25
To: royall@conchbbs.com; Richard_Bernier@Dell.com
Subject: RE: Dell Order

 

So what is the component on the
E6400 that you guys are impressed by that you feel that you can’t get on
any other system?

 

From: Scott Royall
[mailto:royall@conchbbs.com]
Sent: Monday, August 10, 2009 1:24 PM
To: Bernier, Richard; Fuqua, Andre
Subject: RE: Dell Order

 

Rich,

 

You’re right, the E6400/ATG would work if it was a inch
bigger. But then again, that’s still in the Small Business category,
which is the real problem.

 

Scott

 

From:
Richard_Bernier@Dell.com [mailto:Richard_Bernier@Dell.com]
Sent: Monday, August 10, 2009 09:30
To: Andre_Fuqua@Dell.com
Cc: royall@conchbbs.com
Subject: RE: Dell Order

 

Hello,

 

In short, the last computer Mr.
Royall purchased from Dell was a XPS 1530.  It did not stand up well, as
compared to past XPS models. 

 

Mr. Royall’s needs beckons
for an ATG model, if only the screens were bigger.  So, he has done his
research and determined that the Latitude
E6500 fits him better than
anything else we offer at the moment. 

 

How can you assist Mr. Royall to purchase a Latitude with a
DFS account?

 

Best regards,

 

Richard Bernier
Dell Social Media Group

Dell Inc.
800-822-8965 Ext. 726-8859 | Richard_Bernier@dell.com
Got twitter? You can
contact me right now.

Read my blogs at Direct2Dell

Doing good or needing
improvement, either way you can contact my manager
geoffrey_knox@dell.com

 

From: Fuqua, Andre
Sent: Sunday, August 09, 2009 9:36 AM
To: Bernier, Richard
Cc: royall@conchbbs.com
Subject: RE: Dell Order

 

Hello Mr. Bernier

 

My name is Andre Fuqua and I am
a sales rep here at dell and I was trying to see if we could help Mr. Royall
get into a system .  He advised me to get in touch with you to get a
better understanding of the components and things that he may be looking for on
a system.

 

From: Scott Royall
[mailto:royall@conchbbs.com]
Sent: Friday, August 07, 2009 6:27 PM
To: Fuqua, Andre
Cc: Bernier, Richard
Subject: RE: Dell Order

 

Andre,

 

Please rest assured that I do understand you’re trying to
help. Yet, as the attached messages show, the situation is significantly more
complicated than what Stacey told you. The attached message string includes my
final message to Stacey, which hasn’t been sent yet at Richard’s
request. He asked for a few days to find a real solution.

 

As to the consumer line, I am probably on par with you in
familiarity of it. The only consumer-grade laptop that might meet my
reliability requirements is the M1730, but it is too heavy and power-hungry.

 

I encourage you to have a phone chat with Richard. He knows a
good deal about my computer needs, and the reasons behind them.

 

Scott

               

From: Andre_Fuqua@Dell.com
[mailto:Andre_Fuqua@Dell.com]
Sent: Friday, August 07, 2009 09:26
To: Stacey_Ebert@Dell.com; royall@conchbbs.com
Subject: RE: Dell Order

 

Hi Mr. Royall,

 

My name is Andre Fuqua and I am
sales consultant here at Dell.  Stacey was telling me that you were
interested in a new system and that you felt that our consumer system might not
be able to suit your needs.  I was wondering if you could either tell me
what components that you were looking for on the system or what you were
planning on using the system for so that we could find you something that
definitely exceeded you expectations.

 

From: Ebert, Stacey
Sent: Wednesday, August 05, 2009 4:47 PM
To: ‘royall@conchbbs.com’
Cc: Fuqua, Andre
Subject: RE: Dell Order

 

Mr. Royall,

 

I understand that you are
frustrated with the situation and I know that you have been told different
stories, unfortunately there is not away to buy a “Business”
notebook with your DPA account.  I can put you in contact with a sales rep
(Andre Fuqua) for the consumer systems if you would like and they can help you
build a system that would fit your needs.

 

The only other option would be
to try to apply for a Business line of Credit or pay using a major credit card
– I am not sure if that is an option for you.  Please let me know if
you would like me to have a sales rep email you or if you would like to pay
using another method of payment.

 

Thank you,

Stacey

 

 

From: Scott Royall
[mailto:royall@conchbbs.com]
Sent: Wednesday, August 05, 2009 3:04 PM
To: Ebert, Stacey
Cc: Bernier, Richard
Subject: RE: Dell Order

 

Stacey,


Ok, let me walk you through the situation. I feel like I’ve been through
this 10,000 times already, but that’s not your fault. Richard, please chip in
if you have anything that will help Stacey understand.

 

Yes, I am disabled. I will include a small picture of myself to
give you a glimpse into my reality. As the picture suggests, I depend on
computers for everything from speaking to finances. That’s why a laptop
is always attached to my wheelchair; I’m just about dead without one.
Yet, I used to work for a living regardless of my disability. In fact, I wrote
the software I talk with while employed by Shell Oil. Unfortunately, Shell
started shedding its IT staff in 2002, and I haven’t been able to find work
since then. Thus, I no longer have the credit rating necessary to open accounts
of any type. My DPA is over a decade old, and I have obviously no problem
maintaining it, but that is doing nothing for me now.

 

Realizing that you’re a DFS manager, I know that you may not
understand the fundamental difference between consumer and business products.
The former trade reliability for fancier features, while the latter act more
like small M1A2 main battle tanks. Hopefully, you begin to appreciate that
reliability isn’t merely important to me, it is mission-critical. I’ve
been purchasing Dell laptops for nearly 15 years, and my DPA used to be good
for business products too. The consumer grade laptop that I’m running now
has to be classified as a failure. Although I enjoy some of its features, it
lacks the core reliability that’s critical to me.

 

To recap: I need business reliability, but there is no way your
accountants would approve opening a new account for me. For that matter, why
should I have two accounts when there is still only one Dell? I know,
management always wants to divvy a company up so performance can be measured
more easily. I know, I was in business. However, I no longer am, and I still
need business-quality equipment so please find a solution.

 

Scott

 

From:
Stacey_Ebert@Dell.com [mailto:Stacey_Ebert@Dell.com]
Sent: Wednesday, August 05, 2009 09:20
To: royall@conchbbs.com
Subject: Dell Order

 

Dear Mr. Royall,

 

Thank you for contacting us about trying to place an order, the
account you have is a DPA and is for consumer use only not for Small/Medium
Business use.  If you would like to purchase a Small Business computer(E
series) you would need to apply for a Small/Medium Business Line of credit
(DBC) or Lease.  To apply for a Business line of credit use the following
link after you have built your E series system:

 https://financing.dell.com/payments/financing.aspx?s=bsd&l=en&cs=04&c=us&#CreditApplication~tmfgg53knlrv0pq2txhffg45

 

Or you can place on order for another product for consumers,
by clicking on the “For Home” tab on the home page of Dell.com

 

http://www.dell.com/home/laptops

 

 

You DPA account has a zero balance and there is nothing to
prevent you from placing a order under the “For Home” tab at
Dell.com.   I do apologize that the DPA account that you have cannot
be used for Small/Medium Business purchases.

 

Please email me if you have any other questions,

Thank you,

Stacey

 

Stacey Ebert
DELL
| Financial Services, LLC


DFS
Customer Service & Support

+
E-mail: stacey_ebert@dell.com
(
Tel:
(800)-283-2210 Ext. 7231891

(
Direct (512)
723-1891


(
Cell
(512) 779-0653

"Make
yourself necessary to somebody."

-Ralph Waldo Emerson

 

 

Dawna,

 

I don’t mean any offense, but the following form email
suggests that I may understand the nature of your organization a little better
than you do. The basic problem is that people in the technical and customer
support chains at Dell are only taught to follow their little scripts. They
aren’t really trained to recognize and resolve problems. I’m afraid the only
way to resolve my particular issue is by putting me in touch with someone in
authority.

 

Yes, I am rather angry at this point. I’m simply trying
to continue doing business with Dell, but the bureaucracy is interfering. I
already know the website contains nothing to resolve my issue, and the suggestion
that I have someone call Dell on my behalf was insulting. Disabled people
aren’t typically invalids; we manage our own affairs. Time to shred the
scripts.

 

Scott

 

> —–Original Message—–

> From: US_DFS_Customer_Experience

> [mailto:Us_dfs_customer_experience@dell.com]

> Sent: Tuesday, August 04, 2009 19:13

> To: Scott Royall

> Subject: Re: Placing Additional Orders – Acct:
6****2387

> (KMM99741741I57L0KM)

> Dear Mr. Royall,

> Thank you for contacting us about your account and
making us aware of

> your situation and have noted your account
accordingly.

> To best assist you with your inquiry, please visit
our website at

> Dell.com or you may let someone speak for you with a
Dell Sales

> Representative at (800) 915-3355 to order over the
phone.

> As of the date of this email, you have no balance on
the account.

> If you have any questions regarding your Dell
Preferred Account,

> please call us at (800) 283-2210, Monday-Friday,
7:00 AM to 8:00 PM

> CST, or email us through our website at www.dell.com/dfs.

> Thank you for your continued business.

> Sincerely,

> Romeo

> Dell Financial Services

> Customer Care Department

> Original Message Follows:

> ————————

> A user has submitted the Send Us a Message form with
the following values:

> Customer Name: D Scott Royall

> Email Address: royall@conchbbs.com

> Phone Number: 2819233594

> DFS Account Number: 6****2387

> Subject: Placing Additional Orders

> Message: I am disabled and must use a computer to
speak so please do

> not try to call me.

> I need to arrange to make some Small Business
purchases, such as an

> E6500, on my DPA. I know this is unusual, but it’s
quite necessary for

> financial reasons.

> Others I have

> communicated with in DFS say that there shouldn’t be
a problem, and

> they have directed me to use this contact page.
Please contact me via

> email.

 

 

FW: Dell: I’m out of options

Dell: I’m out of options

Of course I realize
this isn’t really Michael Dell’s email account. It’s a high
level administration account used to receive “hail Mary” complaints.
Well, here’s one.

 

The gist is
that I’m a severely disabled person who depends heavily on his Dells. I have
been buying mostly Latitudes for almost 15 years on my DPA, but now Dell is telling
me that I must be content with consumer-grade laptops. Please, please, read the
attached emails so that you can understand why that simply isn’t a viable
option for me. I also blog, and the general sentiment of my readers is that
Dell is clearly wrong to limit which laptops I can buy.

 

Mr. Bernier has
done what he could, but he doesn’t have any influence. Hopefully, this email
will find its way to someone with both compassion for customers, and enough
authority to slap some common sense back into Dell’s bureaucracy.

 

Scott Royall

 

 

From: Richard_Bernier@Dell.com
[mailto:Richard_Bernier@Dell.com]
Sent: Tuesday, August 11, 2009 10:46
To: royall@conchbbs.com
Subject: Dell: I’m out of options

 

My final contact within DFS
come back with a no go.  It looks like no matter who I talk to, it is not
possible to purchases a business line system with a DPA account.

Richard Bernier
Dell Social
Media Group

Dell
Inc.

800-822-8965
Ext. 726-8859 |
Richard_Bernier@dell.com
Got
twitter? You can contact me right
now.

Read my blogs at Direct2Dell
Doing good or needing improvement, either way you can contact my
manager
geoffrey_knox@dell.com

RE: Dell Order

Stacey,


Ok, let me walk you through the situation. I feel like I’ve been through
this 10,000 times already, but that’s not your fault. Richard, please chip in
if you have anything that will help Stacey understand.

 

Yes, I am disabled. I will include a small picture of myself to
give you a glimpse into my reality. As the picture suggests, I depend on
computers for everything from speaking to finances. That’s why a laptop
is always attached to my wheelchair; I’m just about dead without one. Yet,
I used to work for a living regardless of my disability. In fact, I wrote the
software I talk with while employed by Shell Oil. Unfortunately, Shell started
shedding its IT staff in 2002, and I haven’t been able to find work since then.
Thus, I no longer have the credit rating necessary to open accounts of any
type. My DPA is over a decade old, and I have obviously no problem maintaining
it, but that is doing nothing for me now.

 

Realizing that you’re a DFS manager, I know that you may not
understand the fundamental difference between consumer and business products. The
former trade reliability for fancier features, while the latter act more like
small M1A2 main battle tanks. Hopefully, you begin to appreciate that
reliability isn’t merely important to me, it is mission-critical. I’ve
been purchasing Dell laptops for nearly 15 years, and my DPA used to be good
for business products too. The consumer grade laptop that I’m running now
has to be classified as a failure. Although I enjoy some of its features, it
lacks the core reliability that’s critical to me.

 

To recap: I need business reliability, but there is no way your
accountants would approve opening a new account for me. For that matter, why
should I have two accounts when there is still only one Dell? I know,
management always wants to divvy a company up so performance can be measured
more easily. I know, I was in business. However, I no longer am, and I still
need business-quality equipment so please find a solution.

 

Scott

 

From:
Stacey_Ebert@Dell.com [mailto:Stacey_Ebert@Dell.com]
Sent: Wednesday, August 05, 2009 09:20
To: royall@conchbbs.com
Subject: Dell Order

 

Dear Mr. Royall,

 

Thank you for contacting us about trying to place an order,
the account you have is a DPA and is for consumer use only not for Small/Medium
Business use.  If you would like to purchase a Small Business computer(E
series) you would need to apply for a Small/Medium Business Line of credit
(DBC) or Lease.  To apply for a Business line of credit use the following
link after you have built your E series system:

 https://financing.dell.com/payments/financing.aspx?s=bsd&l=en&cs=04&c=us&#CreditApplication~tmfgg53knlrv0pq2txhffg45

 

Or you can place on order for another product for consumers,
by clicking on the “For Home” tab on the home page of Dell.com

 

http://www.dell.com/home/laptops

 

 

You DPA account has a zero balance and there is nothing to
prevent you from placing a order under the “For Home” tab at Dell.com.  
I do apologize that the DPA account that you have cannot be used for
Small/Medium Business purchases.

 

Please email me if you have any other questions,

Thank you,

Stacey

 

Stacey Ebert
DELL
| Financial Services, LLC


DFS
Customer Service & Support

+
E-mail: stacey_ebert@dell.com
(
Tel:
(800)-283-2210 Ext. 7231891

(
Direct
(512) 723-1891


(
Cell
(512) 779-0653

"Make
yourself necessary to somebody."

-Ralph Waldo Emerson

 

 

Dawna,

 

I don’t mean any offense, but the following form email
suggests that I may understand the nature of your organization a little better
than you do. The basic problem is that people in the technical and customer
support chains at Dell are only taught to follow their little scripts. They
aren’t really trained to recognize and resolve problems. I’m afraid the only
way to resolve my particular issue is by putting me in touch with someone in
authority.

 

Yes, I am rather angry at this point. I’m simply trying
to continue doing business with Dell, but the bureaucracy is interfering. I
already know the website contains nothing to resolve my issue, and the
suggestion that I have someone call Dell on my behalf was insulting. Disabled
people aren’t typically invalids; we manage our own affairs. Time to shred the
scripts.

 

Scott

 

> —–Original Message—–

> From: US_DFS_Customer_Experience

> [mailto:Us_dfs_customer_experience@dell.com]

> Sent: Tuesday, August 04, 2009 19:13

> To: Scott Royall

> Subject: Re: Placing Additional Orders – Acct:
6****2387

> (KMM99741741I57L0KM)

> Dear Mr. Royall,

> Thank you for contacting us about your account and
making us aware of

> your situation and have noted your account
accordingly.

> To best assist you with your inquiry, please visit
our website at

> Dell.com or you may let someone speak for you with a
Dell Sales

> Representative at (800) 915-3355 to order over the
phone.

> As of the date of this email, you have no balance on
the account.

> If you have any questions regarding your Dell
Preferred Account,

> please call us at (800) 283-2210, Monday-Friday,
7:00 AM to 8:00 PM

> CST, or email us through our website at www.dell.com/dfs.

> Thank you for your continued business.

> Sincerely,

> Romeo

> Dell Financial Services

> Customer Care Department

> Original Message Follows:

> ————————

> A user has submitted the Send Us a Message form with
the following values:

> Customer Name: D Scott Royall

> Email Address: royall@conchbbs.com

> Phone Number: 2819233594

> DFS Account Number: 6****2387

> Subject: Placing Additional Orders

> Message: I am disabled and must use a computer to
speak so please do

> not try to call me.

> I need to arrange to make some Small Business
purchases, such as an

> E6500, on my DPA. I know this is unusual, but it’s
quite necessary for

> financial reasons.

> Others I have

> communicated with in DFS say that there shouldn’t be
a problem, and

> they have directed me to use this contact page.
Please contact me via

> email.